Front Office

Cashiering & Audit

 CASHIERING SECTION
Is responsible for receiving and processing guest
payments, preparing billing statements and making
report of daily transactions. In big hotels, this
section is under the finance department. In small
hotels it is part of the front desk.
WHY ACCEPT CREDIT CARD:

1.Increases sales
2.Faster checkout
3.More convenient

TYPES OF CREDIT CARD PROCESSING MACHINES:

4.Stationary Credit Card Processing
5.Machine Wireless Credit Card Processing Machines
 The Players
CARDHOLDER – who purchases goods or makes
cash advance (individual)
MERCHANT – accept bank cards as payment
(establishments)
□ACQUIRER – solicits and screens / provides
merchant with POS & training / handles &
processes transaction (global payments, etc.)
 ISSUER – approves and issues
cards / approves and/or
declinestransactions / receives and
pays for transaction VC/MC /
billsand collect (Banks)
CARD SCHEMES – Visa Card and
Master Card
 CARDHOLDER

TRANSACTION
ISSUER PROCESS MERCHANT

ACQUIRER
 Handling Bill by Credit Card (cc)
• Desk clerk or front office cashier should verify the credit
card if it is in the name of the guest and has not yet expired
nor been cancelled or suspended.

• If the card has not expired, check the cancellation bulletin

to make sure the card is not stolen or invalid.
 TOOLS USED IN CC TRANSACTION

1. CC MACHINES
(e.g. Verifone)
2. CC IMPRINTER
3. IMPRINT FORM
(SALES SLIP)
 Billing & Credit Policies (various accounts)
Walk – ins/cash clients

Guests who are walk – ins, without luggage or with advance

reservation without prior credit arrangements shall be required
to make a deposit and the room shall put on CASH basis. For
purposes of determining if a guest has luggage or none, more
than 2 baggage are considered luggage.
 Private individuals
(non-cardholder)
If the guest indicates that the bill is to be sent to a private
address, the guest should be referred to the following
officers for disposition:

• Front office manager

• Night duty manager
• Credit/finance manager
 Billing & Credit Policies(various accounts)
Airline and travel agency accounts

For airline companies booking lay over passengers, the front

office will request passengers to submit the passenger
service order or accommodation voucher at check in time
shall be attached to the guest folio. Without said
documents, the account shall be considered PERSONAL
ACCOUNT and will be payable upon check out.
 Billing & Credit Policies(various accounts)
Commercial accounts with credit line
• Some hotels are open to extending credit/signing privilege to individual or
companies. This is called a COMMERCIAL ACCOUNT. The procedure is for
the company to submit to the hotel a credit application. The application is
assessed and processed by the credit or finance department.

• They usually make a credit investigation to determine the paying capacity

of the applicant and to verify if said applicant does not have bad credit
record.

• When a guest is being booked under a commercial account in the hotel, the
company, through its authorized signatory is required to submit a letter of
authorization.
 PROPER HANDLING OF AUTHORIZATION LETTER
• The letter of authorization to charge the company
concerned must state the items or expenses to be charges
such as room only or it may include meals, laundry, long
distance call or all hotel charges.

• The letter of authorization must be available before or

upon check in and not later than the check out time.
 Cash Handling Guidelines

• So as not to be confused on how much cash was received, place bill or

bills lengthwise across the register until the end of transaction. This
practice is also a safeguard against a guest who may intentionally try to
confuse you.
• Count out the change from the amount owned to the peso or dollar
amount given to you by the guest.
• Legibly imprint the embossed data from the card from merchant plate
on the machine on the sales slip by using the imprinter.
• Cashier should require the card holder to sign the sales slip in is
presence.
 Payment by Checks
(Cheque)

• Check first with management if checks will be accepted and

what checks are allowed and not allowed.
• Be sure checks are made payable to the hotel not to cash.
• Get management approval for 2nd and 3rd party checks.
• Records the amount, date and number of each check at the
back of guest registration card.
 Processing Mini Bar Payments

• Every day the mini bar runner together with the floor
supervisor check all the rooms for any mini bar consumption
of guest and record the quantity.

• The mini bar runner shall fill up the mini barguest check or
voucher with the items consumed in every room.

• Priority must be given to rooms of FIT who are due for

check out the next day. Checking is done as early as 9:00am.